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fixmyinternet
Aspiring Contributor
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Message 1 of 11

Packet loss everyday at the same time.

So for the past week i've been getting packet loss everyday between 9:30pm - 11pm roughly and 3:30am - 4:30am. I've spoken to the Bt support on the phone and my fault has been logged however they seem to be useless and aren't actually fixing whatever the issue is, or even calling me back when they say they will call me back to update me on the problem.

 

My Homehub is connected to my pc via ethernet cable and my router is plugged directly into the master socket with the faceplate removed, I have tried using a different filter aswell and that doesn't make a difference with the packet loss, I should note the packet loss is also happening on wireless devices aswell so it is not a cable issue. I have also performed the quite line test and there is no noise on the line.

 

Here are some of my router stats, It has just recently been restarted as sometimes it is the only way to get rid of the packet loss, My download speed and latency is not affected during the times, I just constantly have 30% or more packet loss which makes the internet practically unusable.

 

1. Product name:BT Home Hub
2. Serial number:+068340+NQ32317860
3. Firmware version:Software version 4.7.5.1.83.8.130.1.17 (Type A) Last updated 05/05/14
4. Board version:BT Hub 4A
5. ADSL uptime:0 days, 00:08:39
6. Bandwidth:1152 / 17569
7. Data sent/received:1.6 MB / 9.2 MB
8. Broadband username:bthomehub@btbroadband.com
9. BT FON:Yes
10. 2.4 GHz Wireless network/SSID:BTHub4-93NM
11. 2.4 GHz Wireless connections:Enabled (802.11 b/g/n (Recommended)) 20 MHz, WPS enabled
12. 2.4 GHz Wireless security:WPA and WPA2
13. 2.4 GHz Wireless channel:Automatic / 11
14. 5 GHz Wireless network/SSID:BTHub4-93NM
15. 5 GHz Wireless connections:Enabled (802.11 n 40 MHz (Recommended)) 20/40 MHz, WPS enabled
16. 5 GHz Wireless security:WPA2
17. 5 GHz Wireless channel:Automatic / 40
18. Firewall:Default
19. MAC Address:cc:33:bb:4f:71:ba
20. VPI/VCI:0 / 38
21. Modulation:G.992.5 Annex A
22. Latency type:

Interleaved

 

 

23:17:17, 25 May.( 110.090000) WAN operating mode is DSL
23:17:17, 25 May.( 110.090000) Last WAN operating mode was DSL
23:17:17, 25 May.( 110.050000) PPPoA is up - VPI: 0, VCI:38
23:17:16, 25 May.( 109.130000) PPP IPCP Receive Configuration ACK
23:17:16, 25 May.( 109.110000) PPP IPCP Send Configuration Request
23:17:16, 25 May.( 109.110000) PPP IPCP Receive Configuration NAK
23:17:16, 25 May.( 109.090000) PPP IPCP Send Configuration ACK
23:17:16, 25 May.( 109.090000) PPP IPCP Receive Configuration Request
23:17:16, 25 May.( 109.090000) PPP IPCP Send Configuration Request
23:17:16, 25 May.( 109.090000) CHAP authentication successful
23:17:16, 25 May.( 108.990000) CHAP Receive Challenge
23:17:16, 25 May.( 108.990000) Starting CHAP authentication with peer
23:17:16, 25 May.( 108.990000) PPP LCP Receive Configuration ACK
23:17:16, 25 May.( 108.980000) PPP LCP Send Configuration Request
23:17:16, 25 May.( 108.980000) PPP LCP Receive Configuration Reject
23:17:16, 25 May.( 108.980000) PPP LCP Send Configuration ACK
23:17:16, 25 May.( 108.980000) PPP LCP Receive Configuration Request
23:17:16, 25 May.( 108.830000) PPP LCP Send Configuration Request
23:17:14, 25 May.( 106.800000) ETHoA is up - VPI: 0, VCI:35
23:17:14, 25 May.( 106.800000) DSL is up
23:17:12, 25 May.( 105.140000) DSL noise margin: 5.90 dB upstream, 3.00 dB downstream
23:17:11, 25 May.( 103.930000) DSL line rate: 1152 Kbps upstream, 17569 Kbps downstream
23:16:09, 25 May.( 42.200000) WAN Auto-sensing running.

 

Here is a pathping of the packet loss when it is just starting, but like I said i'm usually at 30% or more packet loss for around an hour at a time.

pathping 410am packetloss.png

 

 

 

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10 REPLIES 10
Distinguished Sage
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Message 2 of 11

Re: Packet loss everyday at the same time.

can you post a traceroute using windows command prompt to bbc.co.uk and post back the results please
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fixmyinternet
Aspiring Contributor
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Message 3 of 11

Re: Packet loss everyday at the same time.

Edited the original post with a pathping, I'm not recieving any packet loss atm because it is past 11pm but here is a traceroute of how it is when i'm not getting any packet loss.

 


Tracing route to bbc.co.uk [212.58.246.104]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms BThomehub.home [192.168.1.254]
2 13 ms 13 ms 13 ms 217.32.142.8
3 13 ms 13 ms 13 ms 217.32.142.78
4 13 ms 13 ms 14 ms host109-159-245-146.range109-159.btcentralplus.c
om [109.159.245.146]
5 15 ms 14 ms 14 ms 213.120.162.71
6 14 ms 14 ms 14 ms 31.55.165.109
7 14 ms 13 ms 13 ms acc2-xe-3-2-0.mr.21cn-ipp.bt.net [109.159.250.23
2]
8 23 ms 23 ms 23 ms core1-te0-13-0-13.ilford.ukcore.bt.net [109.159.
250.172]
9 24 ms 23 ms 24 ms peer2-xe-7-1-0.telehouse.ukcore.bt.net [109.159.
252.51]
10 21 ms 21 ms 22 ms 194.74.65.42
11 * * * Request timed out.
12 23 ms 24 ms 22 ms ae0.er01.cwwtf.bbc.co.uk [132.185.254.93]
13 23 ms 23 ms 24 ms 132.185.255.165
14 23 ms 24 ms 24 ms fmt-vip133.cwwtf.bbc.co.uk [212.58.246.104]

Trace complete.

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Distinguished Sage
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Message 4 of 11

Re: Packet loss everyday at the same time.

it may be as little amount of peak time network congestion can you repost when it happens again please
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fixmyinternet
Aspiring Contributor
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Message 5 of 11

Re: Packet loss everyday at the same time.

Sure, but like I said it happens every day between 9:30 - 11pm and 3:30am - 4:30am, I doubt it's peak time congestion in the early hours of the morning.

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fixmyinternet
Aspiring Contributor
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Message 6 of 11

Re: Packet loss everyday at the same time.

30% packet loss. Funnily enough I didn't get any packet loss yesterday but for some reason it's back today. 

 

Tracing route to bbc.co.uk [212.58.244.18]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms BThomehub.home [192.168.1.254]
2 * 18 ms 18 ms 217.32.142.8
3 18 ms 19 ms 18 ms 217.32.142.62
4 18 ms 19 ms 19 ms host109-159-245-130.range109-159.btcentralplus.c
om [109.159.245.130]
5 19 ms * 18 ms 31.55.165.227
6 20 ms 19 ms 19 ms 31.55.165.109
7 18 ms 19 ms * acc2-xe-4-2-2.mr.21cn-ipp.bt.net [109.159.250.24
4]
8 32 ms 31 ms 32 ms core1-te0-3-5-0.ilford.ukcore.bt.net [109.159.25
0.141]
9 32 ms 26 ms 25 ms peer2-xe-4-2-0.telehouse.ukcore.bt.net [109.159.
252.49]
10 28 ms 28 ms * 194.74.65.42
11 * * * Request timed out.
12 * * * Request timed out.
13 27 ms 28 ms * ae0.er01.telhc.bbc.co.uk [132.185.254.109]
14 27 ms * * 132.185.255.149
15 25 ms 25 ms 25 ms fmt-vip72.telhc.bbc.co.uk [212.58.244.18]

 

Tracing route to bbc.co.uk [212.58.244.20]
over a maximum of 30 hops:
0 Will-PC.home [192.168.1.67]
1 BThomehub.home [192.168.1.254]
2 217.32.142.8
3 217.32.142.78
4 host109-159-245-146.range109-159.btcentralplus.com [109.159.245.146]
5 31.55.165.227
6 31.55.165.109
7 acc2-10GigE-0-2-0.mr.21cn-ipp.bt.net [109.159.250.194]
8 core1-te0-12-0-4.ilford.ukcore.bt.net [109.159.250.133]
9 peer2-xe3-3-1.telehouse.ukcore.bt.net [109.159.254.227]
10 194.74.65.42
11 * * *
Computing statistics for 250 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Will-PC.home [192.168.1.67]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% BThomehub.home [192.168.1.254]
5/ 100 = 5% |
2 18ms 19/ 100 = 19% 14/ 100 = 14% 217.32.142.8
0/ 100 = 0% |
3 23ms 5/ 100 = 5% 0/ 100 = 0% 217.32.142.78
2/ 100 = 2% |
4 18ms 7/ 100 = 7% 0/ 100 = 0% host109-159-245-146.range109-159.b
tcentralplus.com [109.159.245.146]
1/ 100 = 1% |
5 18ms 12/ 100 = 12% 4/ 100 = 4% 31.55.165.227
0/ 100 = 0% |
6 18ms 9/ 100 = 9% 1/ 100 = 1% 31.55.165.109
0/ 100 = 0% |
7 21ms 8/ 100 = 8% 0/ 100 = 0% acc2-10GigE-0-2-0.mr.21cn-ipp.bt.n
et [109.159.250.194]
1/ 100 = 1% |
8 27ms 9/ 100 = 9% 0/ 100 = 0% core1-te0-12-0-4.ilford.ukcore.bt.
net [109.159.250.133]
0/ 100 = 0% |
9 30ms 9/ 100 = 9% 0/ 100 = 0% peer2-xe3-3-1.telehouse.ukcore.bt.
net [109.159.254.227]
4/ 100 = 4% |
10 28ms 13/ 100 = 13% 0/ 100 = 0% 194.74.65.42

Trace complete.

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Distinguished Sage
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Message 7 of 11

Re: Packet loss everyday at the same time.

looks like slight peak time network congestion
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fixmyinternet
Aspiring Contributor
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Message 8 of 11

Re: Packet loss everyday at the same time.

So how do I get my internet to work as good as it was 2 weeks ago again? my internet is unusable from 9:30pm - 11pm, I pay for a unlimited broadband package so this shouldn't really be an issue?

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Distinguished Sage
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Message 9 of 11

Re: Packet loss everyday at the same time.

Unlimited broadband relates to the amount of data you download per month nothing else

all that you can do is wait and see if the problem gets worse then the Network engineers will become involved
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fixmyinternet
Aspiring Contributor
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Message 10 of 11

Re: Packet loss everyday at the same time.

So in BT's opinion, it is acceptable for me to not be able to use the internet or watch television from 9:30pm - 11pm everyday? Sounds ridiculous.

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